Patient Services Representative

3 weeks ago

Everett, Massachusetts, United States apree health Full time

Description

Patient Service Representative  *Float between Central Everett & Totem Lake   The PSR is the first touchpoint of the organization when patients call the clinic or visit the clinic in person. The PSR is a crucial link between the patient and the clinical care team. They must work collaboratively with the clinical care team in support of direct patient services, exhibiting flexibility and a "can do" attitude. Patient care and services are the key priorities in this position requiring the PSR to serve as a liaison between internal / external departments and the care center, with the goal of fostering an environment that promotes patient comfort and trust. Position Qualifications/Essential Functions:
  • Welcomes and greets patients/clients/visitors to the clinic in a manner that is helpful and friendly; determines purpose of visit and directs patients/clients/visitors to appropriate person or department(s) 
  •  Maintains great customer service at all times and resolves conflict and issues at the time they occur 
  • Schedules appointments for patients and updates any patient information in the EMR as needed  
  • Conducts daily outreach (Phone, email, mail, etc.) to remind patients of next day appointments and proactive outreach as directed by clinic leadership   
  • Performs day-to-day administrative functions and general office duties 
  • Collects and processes payments at time of service 
  • Answers numerous phone calls while embedding the Urgent/Emergent protocols and using a multi-line system while maintaining a high level of customer service 
  • Contacts insurance companies or other associated companies as needed for patient care. Verifies patient eligibility for clinical services and insurance, collects patient copay when appropriate 
  • Attends and participates in team meetings and huddles. Collaborates in developing team priorities 
  • Exercises problem-solving and conflict resolution skills when handling patient concerns and refers patient to appropriate designated personnel as needed 
  • Adheres to all clinical policies on safety and security; maintains restricted areas by safeguarding keyless entry codes and computer system passwords in strict confidentiality 
  • Must exercise the utmost diplomacy and tact to provide excellent customer service to patients  
  • Practices confidentiality and privacy protocols in accordance with clinical policies and HIPAA requirements 
  • Manages office supplies while being fiscally responsible 
  • Performs other duties as assigned 
  Additional Qualifications:
  • Advanced phone skills; able to effectively relate via telephone and in-person to serve the needs of patients/clients/visitors in an efficient and productive manner 
  • Additional language abilities are preferred. 
  • Willingness to work a variety of shifts, including early mornings, evenings and weekends 
  • Understands the importance of maintaining confidentiality; able to maintain confidentiality under HIPAA standards 
  • Intermediate computer knowledge and skills  
  Education/Experience:
  • High School diploma or GED required 
  • Associate Degree or higher is preferred 
  • Minimum 1-2 years' experience working in a customer service setting, medical office preferred 
  • Answering multiple phone line system in highly confidential environment 
  • Computer proficient (Google Workspace and EMR) with the ability to type a minimum of 45 WPM 
  Demonstrated Attributes:
  • Exceptional interpersonal customer service skills 
  • Exceptional verbal and written communication skills  
  • Ability to maintain professionalism at all times when working with staff, patients, and clients 
  • Must demonstrate cultural sensitivity and the ability to work with diverse people groups 
  • Ability to multi-task and work well under pressure with minimal supervision 
  • High attention to detail and ability to problem solve using critical thinking skills 
  • Must be flexible and accommodate the changing needs of the clinic  
  • Demonstrate an understanding of and commitment to The Vera Way by practicing its key components of empathetic listening, mindfulness, continuous learning, a coach approach, innovation, adaptability and resilience with all members of Vera's staff, clients and patients 
  Employee Health Requirements:
  • Documentation of Hep B vaccination or proof of immunity (titer).  
  • Documentation of proof of a negative TB test in the last 90 days before start-date.  
  • We require CPR certification (BLS) pre-hire and ongoing   
  • Documentation of annual influenza and COVID-19 vaccinations in compliance with company policy
  Compensation:  $18-$25/hr. & bonus eligible

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